Continuing to report to the Chief Customer Officer, as the Director, Customer Experience I focus on strengthening the cross functional collaboration and support of CX strategic initiatives. Focused on improving NPS and tracking/improving cost reduction goals through Enterprise Project Management collaboration and driving Executive Leadership vision and results. Major projects include: - Rip and replace of CCaaS solution - Client Communication migration and management from Outlook/Salesforce to HubSpot - Vendor template improvements - Client Training creation and operationalization - New Hire Welcome Onester Week universal onboarding - BPO Project ManagementOngoing management and ownership: - Voice of the Customer program management - RADS (Reporting, Analytics, Data, and Systems) oversight and direction - Salesforce strategy and enablement - Contact Center Workforce Management and Quality Assurance

Reporting to the Chief Customer Officer I was promoted to Sr. CX Manager and absorbed the remaining CX Operations teams including Documentation &Training, Quality Assurance, Client Education, and a new CX Ops Specialist role. Building on top of the RADS team, I successfully formed a high functioning team focused on Operational Excellence to improve our employee experience through process and technology focused solutions.Our vision is to build, enable, and embed customer centric practices into every interaction and transaction between One Inc, Clients, and Customers.

Reporting to the VP of Customer Experience I quickly assessed the current VoC program and onboarded Qualtrics as the new Customer Experience Management solution. Leveraging an implementation partner, within 2 months of my start date we kicked off implementation with a Vendor Persona NPS survey and 6 more surveys along the customer journey followed.Surveys include annual, email campaign style and dynamic, automated surveys with Salesforce workflows. By September the program covered all 4 core client/customer personas with relationship, interaction, and transactional touchpoints. In Q4 the VoC program was driving corporate strategy and goals. In addition to VoC, I began building our CX Operations teams with a new analyst focused on reporting, analytics, data, and systems. the core focus was on workforce optimization, but quickly grew into total CX Operations for our post implementation frontline teams.

In this role, I liaise with key stakeholders via cross-functionally and digitally at all levels to support large-scale programs and initiatives for promotion of corporate Customer Experience (CX) strategy. I oversee execution of various key tasks, including creating a roadmap, optimizing tactile system adoption, and managing contact center system vendors, such as Five9, to drive streamlined operations and maintain cost reductions. I ensure best-in-class and right-size-right-fit solutions for flexible contact center across remote environment by leading and implementing market assessment of available contact center software as a service solutions.• Led and facilitated CX Program Change Management Team in transitioning product delivery and deployment for internal and external clients in close collaboration with CX Product Managers and Marketing Teams.• Spearheaded successful initiation and implementation of Voice of Customer system (InMoment) and program from idea to RFP within nine months and under budgetary constraints.

During this role, I rendered introspective assistance to shared and corporate services through creation of new and relevant KPIs for individual teams. I utilized robust DMAIC techniques to facilitate process excellence team goals with scoping and data collection for execution of Underwriting Services cancel-rewrite process, actuary rate filing, and call center design and utilization improvement projects respectively. I served as valuable project manager to optimize corporate headquarters tenant real estate refurbishment.• Administered control over successful management of $5M building renovation project within timely and budgetary constraints along with accomplishment of milestones.• Led and ensured prioritization and execution of projects impacting shared services requirements through close-functional collaboration with internal customers, vendors, and stakeholders.

In this role, I employed best practices and procedures to identify robust opportunities for performance and procedural improvements, while enabling consistent delivery across 300 agents in two locations. I efficiently identified specific client populations and created Retention and Canadian direct programs; required an explanation of design and need for new and existing systems such as CISCO and Salesforce to meet and exceed population requirements. I endorsed CX Director’s vision by successfully developing strategic road maps with process, technology, and people SMART targets on a 30-60-90-180 day time frame• Maximized overall effectiveness and customer experience through redesign of major system functionality by supplying specifications and needs, including CISCO UCCE telephony routing, Salesforce and Oracle Service Cloud CRMs, and SharePoint tools.• Contributed to company objective of 3% warranty rate by leveraging Lean Six Sigma methodology and tools to recognize top replaced goods and reduced particular product replacement from 30% to 25%, yielding $1M annual cost avoidance.• Enhanced automated workflows through successful development of creative solutions from conception to delivery, retained data in aggregated sources, and drove time savings for up to 40+ members of leadership.• Drove increase in contact center service level from 60% to 80% with calls handled in 20 seconds and minimized average response time from 3.5 minutes to 30 seconds.• Collaborated with department front line leadership and corporate learning and development teams to evaluate and redesign new hire training by optimizing the training experience, content, and context to yield a more robust and confident hiring class a week sooner that previous onboarding programs.

April 2015 - Recognized for participation in BTS Team Tetris which lead efforts to upgrade the organization to an Entity-Based Extension Plan in efforts to increase compliance, allow scalability, enable increased disaster recovery, and enable a seamless customer experience regardless of agent geographic location.December 2015 - Recognized as a team member for championing success efforts in project Lifesaver which increased direct dial answer rates by 11% (since august 2015) by rerouting calls from an agents voicemail to alternative available agents.

Liaison for communication and education on organizational processes, procedures, and purposes to the Admissions Department by preparing and delivering PowerPoint presentations.